Senior Support Specialist

Senior Support Specialist at Embark New York City | Remote About Our Company Since 1995, Embark has been the leading provider of online application and admissions software to colleges, universities, and fellowship programs around the world. To date, we've powered more than 15 million student applications to clients including Harvard, Stanford, NYU, and the Rhodes Scholarships. Our headquarters are in 3 World Trade Center in New York City.

Our admissions platform is always evolving and we're also creating new solutions to match students with educational opportunities. Most recently, we've been helping students apply for federal aid so we can help them access a college education. Do you love technology and have a soft spot for academia? We'd love to hear from you. The Opportunity As a senior support specialist, you will be part of our team of first responders for all technical questions from our users.

You may be asked to investigate a possible software error or you may need to provide training on proper system use. Your job will be to listen to our users, separate true technical issues from simple user error, and explain to others how to fix problems. We'd love for you to develop an on-going relationship with our clients, and are looking for a candidate who is looking for a 5+ year commitment.

The balance of activities can vary during the application season, but a rough daily balance could be approximately: 2-3 hours of email, phone or video call support work and training to answer questions from administrators, as well as users who call in for help. Depending on your experience and comfort level, we may ask you to help coordinate tasks across a couple other team members who also assist with support.

Since you'll be the one to help escalate issues to our tech team if needed, we'd look for someone who is able to monitor email and slack (checking at least once daily after EOB on weekdays) during non-business hours. 1-2 hours of application testing to help verify coding updates, including fixes for issues surfaced by users through support duties. Additional time might be spent ensuring application stability, and recommending product enhancements based on issues encountered and resolved with users.

1-2 hours of technical support work, helping to configure applications in JSON (if you have some familiarity with JavaScript, we could teach you how to do this)